Alkami study finds 31% of consumers switch banks after bad digital experience

Alkami published a 2026 generational digital-banking study, warning weak digital experiences are driving churn across U.S. financial institutions.

• 31% of consumers opened an account elsewhere following a bad digital experience; about 50% would switch for a much better one.
• 85% rate digital experience quality as essential or important when choosing a new primary provider, raising the stakes for retention and acquisition.
• Data show uneven personalization: 38% at regional or community institutions saw recommendation relevance improve, versus 50%-51% at larger peers.
• AI adoption looks investable: 51% are comfortable with AI using their financial data if it improves experience, led by security benefits.